SHIPPING POLICY

Order Processing

All orders are processed Monday through Friday, excluding U.S. federal holidays. Because each hat is handcrafted with care, please allow 2–8 weeks for production and shipping. If you have an urgent need, email us at true@truewesthats.com before placing your order—we’ll do our best to expedite.

Shipping Methods

Domestic orders are shipped via UPS with tracking. You will receive a shipping confirmation email once your order is on its way.

International Shipping

We do ship internationally.

• Shipping costs may be recalculated using USPS if more economical, and we’ll adjust your total before finalizing the order.
• Customers are responsible for all applicable customs fees, VAT, or import duties.
• Delivery times vary by country. Please contact us for estimated international shipping times.

International Exchanges

Due to high costs, customers are responsible for shipping charges on international exchanges. Email us in advance at true@truewesthats.com for an estimate.

RETURNS & EXCHANGES

Our hats are made with intention and care, and we want you to love yours. We offer returns and exchanges within 30 days of delivery, provided the item is in unused condition and not branded.

To be eligible for return or exchange:

• Item must be unworn and in original condition
• Must be within 30 days of delivery
• Branded items, gift cards, or damaged/worn items are not eligible

To initiate a return or exchange, email us at true@truewesthats.com with your order number and reason.

Send returns to:
True West Hats
2160 Shelby RD Suite 110
Sedona, AZ 86336
USA

Refunds

Once we receive and inspect your return, we will notify you by email. If approved, your refund will be issued to your original payment method within 5–10 business days.

Late or Missing Refunds

If you haven’t received your refund:

1. Recheck your account or contact your card provider
2. Contact your bank (processing times vary)
3. If still unresolved, email us at true@truewesthats.com

Exchanges

Need a different size or style? Contact us within 30 days to arrange an exchange. Customers are responsible for return shipping unless the item arrived damaged or incorrect.

Gifts

If your item was marked as a gift and shipped directly to you, we’ll issue a gift credit for your return. 

Shipping Your Return

You are responsible for return shipping costs. For items over $75, we recommend using a trackable service and shipping insurance. We cannot guarantee receipt of returned items.